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- Tasks: Provide 2nd line support to clients, troubleshoot issues, and manage support tickets.
- Company: Join a dynamic technical team focused on optimising mission-critical software systems.
- Benefits: Enjoy a competitive salary, stable work environment, and opportunities for professional growth.
- Why this job: Be part of a fast-paced role that enhances your tech skills and supports global clients.
- Qualifications: Must have an IT qualification and at least 2 years of 2nd line support experience.
- Other info: Position is office-based in Gerrards Cross; candidates must drive and live within 45 minutes.
The predicted salary is between 28000 - 35000 £ per year.
We’re seeking a Technical Support Analyst to join our clients experienced technical team. You will be providing 2nd line support to local and international clients, helping to maintain and optimise mission-critical software systems. This is a fast-paced, phone-based support role requiring a proactive and technically confident individual.
Key Duties and Responsibilities:
- Handle incoming support calls and tickets, responding within agreed SLAs
- Troubleshoot application and technical issues using SQL, Windows OS, and database tools
- Escalate unresolved problems to the development team and follow through to resolution
- Use Jira to manage and close support issues
- Install and configure applications for new clients
- Deliver remote training sessions and provide onboarding support
- Test bug fixes before release to customers
- Contribute to continuous improvement in support processes
Essential Skills & Experience:
- IT qualification or degree (required – not negotiable)
- Minimum 2 years' experience in 2nd line technical support
- Strong communication and phone-based support skills
- Confident working with SQL, Windows, and databases
- Familiarity with Jira or other ticketing tools
- Experience using remote access tools for support
- Self-motivated, fast learner who works well independently
- Stable work history – we’re looking for longevity and commitment
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
Contact Detail:
Service Care Solutions - Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Technical Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as SQL and Windows OS. Being able to demonstrate your knowledge and experience with these tools during the interview will show that you're a strong candidate.
✨Tip Number 2
Practice your phone-based support skills by simulating support calls with friends or colleagues. This will help you become more comfortable and confident in handling technical queries under pressure, which is crucial for this role.
✨Tip Number 3
Research common issues faced in 2nd line support roles and prepare solutions or troubleshooting steps. This proactive approach will not only impress your interviewers but also prepare you for real-life scenarios you may encounter.
✨Tip Number 4
Make sure to highlight any experience you have with ticketing systems like Jira. If you can share specific examples of how you've used such tools to manage support issues, it will demonstrate your ability to fit into their existing processes.
We think you need these skills to ace 2nd Line Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in 2nd line technical support. Emphasise your skills with SQL, Windows OS, and any familiarity with Jira or ticketing tools.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and explains why you're a great fit for the role. Mention your proactive approach and ability to troubleshoot technical issues effectively.
Highlight Relevant Experience: In your application, detail your previous roles in technical support, focusing on specific achievements and how you contributed to improving support processes or customer satisfaction.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. A polished application reflects your attention to detail, which is crucial in a technical support role.
How to prepare for a job interview at Service Care Solutions - Housing
✨Showcase Your Technical Skills
Be prepared to discuss your experience with SQL, Windows OS, and database tools. You might be asked to troubleshoot a hypothetical issue during the interview, so brush up on your technical knowledge and be ready to demonstrate your problem-solving skills.
✨Communicate Clearly
Since this role involves phone-based support, strong communication skills are essential. Practice explaining technical concepts in simple terms, as you may need to convey complex information to clients who aren't as tech-savvy.
✨Familiarise Yourself with Jira
As the job requires using Jira for managing support issues, it’s a good idea to familiarise yourself with the platform beforehand. If you have experience with other ticketing tools, be ready to discuss how those skills can transfer to using Jira.
✨Demonstrate Your Commitment
The company values longevity and commitment, so be prepared to discuss your stable work history. Highlight any long-term roles you've held and explain how they have prepared you for this position.
